岗位职责：Maintains and enforces all quality and service standards and procedures for Housekeeping Services全面贯彻执行客房部工作质量、服务标准及政策程序Spot checks rooms for standardplacement of all amenities抽查客房，确保客房备品配备符合应有标准Spot checks guest rooms for the correct functioning of all equipment and facilities抽查客房，确保客房设备、设施功能完好Spot check Hotel Public Area to make sure presentation as Hotel standard抽查酒店公共区域，取保按酒店标准呈现Guest requests顾客要求Spot checks the phone log book to ensure the quick and correct handling of guest requests抽查电话记录本，确保快速准确地解决客人要求Analyzes and solves any recurring problems that arise从源头分析并解决问题Ensures staff are trained to understand and compete all common requests 确保员工通过培训去理解并完成需求Notes, collects and actions on any guest’ preference记录、收集宾客的喜好并予以落实Practices visible management,including daily interaction and courtesycalls with guests 实现可视管理包括每日与客人沟通和礼仪电话Guest complaints顾客投诉Ensures that all guest complaints are handled efficiently and politely 确保及时有效而得体地处理宾客投诉Analyzes cause for complaint and take action to minimize any reoccurrence分析投诉原因，采取行动避免复发Update guest history remarks(Opera system) for any guest complain or comments, to make sure delighted service presentation upon next arrival将客人的投诉、意见记录在其个人档案内（Opera系统），以便其日后再次入住时，得到喜出望外的服务Availability随时随地为客人提供服务Offers all possible assistance to guests at all times随时随地为客人提供帮助 Training培训 Orientation and induction of new employees指导新员工 Directs and oversees all new employeeinduction and training programs指导检查新员工的培训Annual Training Plan年度培训计划Directs preparation of annual training plan with Rooms Trainer与房务部培训员一起准备年度培训计划Oversees implementation of trainingProgram检查培训计划的实施Reviews all training records审阅培训记录Job knowledge & practical skills Training工作知识和实践技能的培训Directs preparation of Dept. SOP指导部门服务操作标准Identifies and prepares section trainers筛选部门培训员Personally conducts training as required and on a regular basis有计划地按要求举行培训Ensure that all department staff are well trained and able to fulfill all duties required of them确保部门员工的培训,满足不同岗位要求Analyzes training needs分析培训需要 Leadership领导能力 Sets and maintains service standards建立并保持服务标准Clearly articulates standards for the entire department 整个部门有清晰明了的标准Constantly compares staff performance to standards坚持指导员工的表现，以达到标准Leads the team领导团队Practices upfront, hands on, visible leadership 实践在前,亲自动手,展示领导Leads by example and by doing as well as by instructing and showing 领导要起模范作用Motivates employees激励员工Provides positive and constant feedback and reinforcement 给员工提供积极地不断地帮助Listens effectively 有效的倾听Seeks out employees concerns and offers assistance 关注员工，提供帮助Recognizes staff birthdays and special occasions 记住员工生日和特殊事宜Records and notes employee actions that required follow-up 记录员工表现Coaches, counsels & disciplines employees培训，劝导和约束员工Prepares for and conducts required sessions with employees 准备和举行员工会议Clearly articulates the goals and direction of hotel & department 设立明确目标，把握部门和酒店方向Prepares and follows action plans 准备并遵守行动计划Orders priorities correctly preparesdaily “To Do” list 按顺序准备每日“必做”单Directs and develops all assistants in their work & careers在工作和事业上为所有助理提供协助Monitor work performance of all assistants 监督所有助理的工作表现Constantly offers direction and guidance 不断提供工作向导和指引Provides daily challenges and growth opportunities 接受日常挑战和提高竞争力Oversees and approves all staff selection挑选并准予员工的筛选Sets interview standards and directs interview process 建立面试标准和监督面试程序Approves all staff for hire 批准员工的录用Oversees performance appraisal program监督表现评估Completes appraisal forms for assistants and conducts review 完成员工评估和进行回顾Directs appraisal program 指导评估程序Analyze training needs from appraisals 按照评估分析培训内容Identifies & analyzes problems and develop solutions发现问题，分析问题和解决问题Records critical incidents and guest complaints 记录重要突发事件和顾客的抱怨Share problems, discuss and seeks solutions 共商问题，寻求解决方法Constantly asks for suggestions and ideas 能够提出意见和建议 Profitability 利润 Works with the Director of Housekeeping during the preparation ofbudgets and forecasts在预算准备期间要与客房部总监协同工作Ensure that dept. profit goals are met or exceeded确保部门损益目标的实现Practices sound fiscal management of all dept expenses实现部门开支与财政管理相统一Is knowledgeable of and participates in marketing strategy and plans了解并参与市场战略和计划Understands and is able toanalyze the Dept. P&L理解且能够分析部门的损益Makes projections based on Occupancytrends, and cost statistics根据住房率和成本数据制定项目Keeps accurate cost statistics保证精确的成本数据Knows cost of all dept. supplies and other items了解部门客用品和其他用品的成本Keeps amenity, linen and uniforminventories to assist in cost projections确保客用品、布草和制服的盘点，协助成本预算Prepares annual budget for Rooms and Laundry准备房务部年度预算Prepares and submits CAPEX, repair & maintenance budgets, linen and uniform budgets准备和上交固定资产预算，维修预算，布草和制服预算Practices cost containment实现成本控制Prepares accurate cost comparisons for all major purchases对主要采购物品进行精确成本对比Ensure supply wastage is minimal确保客用品的最小浪费Ensure supplies, linen, uniforms are properly cared for and used确保客用品,布草和制服得到适当的保护和使用Monitors all expenses监督开支Reviews and approval all requisitions审阅和批准所有需求Assists purchasing Dept. in souring quality and cost comparative supplies and other协助采购部选择对比成本质量
浙公网安备33010602002015
电子营业执照/人力资源服务许可证